Language: [Español](https://vuela.cloud/es/ayuda/bandeja-y-whatsapp.md) # The inbox and WhatsApp > Connect the agency's WhatsApp (and each salesperson's), reply from Vuela and turn every new message into a customer with an inquiry. Operations · [All help](https://vuela.cloud/en/docs.md) Your customers' messages land in the **Inbox**, next to everything you know about them: their inquiries, proposals and trips. You reply without switching tabs. ## Connect the agency's WhatsApp Vuela connects to WhatsApp Business through [Kapso](https://kapso.ai). 1. Create your Kapso account and connect the agency's number there. 2. In Vuela, go to **Settings → Channels**. 3. Under **Agency WhatsApp number**, paste the **Kapso API key** and, optionally, the **Display number**. 4. Press **Connect WhatsApp**. Vuela registers the webhook for incoming messages by itself: there's nothing to copy. Once you see **Webhook registered**, messages arrive in the Inbox. Only owners can connect the agency's number. ## Each salesperson's WhatsApp Anyone on the team can connect their own number under **Settings → Channels → My WhatsApp number**. Conversations that arrive on their number are tagged as theirs, and their replies go out from their number instead of the agency's. ## Reply 1. Open a conversation from the list. Those waiting on you say **Needs reply**. 2. Type in the box at the bottom. 3. Press ⌘ ↵ (or Ctrl ↵) to send. On the right you see the customer: how long they've been a customer, their inquiries and a link to their full profile. ### Quick actions From the conversation you can **Create proposal**, **Send itinerary**, **Request payment** or **Schedule follow-up** without leaving the inbox. ## When someone new writes If the number doesn't belong to any customer, Vuela tells you they aren't a customer yet: - **Create customer + inquiry** creates them and opens an inquiry in one step; - **Link to existing customer…** ties the conversation to a customer you already have. ## The 24-hour rule WhatsApp only allows free-form messages within 24 hours of the customer's last message. To write after that, or to start a new conversation, you need a **template** approved by Meta. ### Add a template 1. Get the template approved in Kapso. 2. In **Settings → Channels → Message templates**, press **New template**. 3. Copy exactly the **Template name**, the **Language code** (for example `en_US`), the **Category** and the **Body text**, with its variables `{{1}}`, `{{2}}`… in the same order. 4. Choose whether it **Sends from** the agency's number or yours, and press **Save template**. ### Use a template In the Inbox, press **Start via WhatsApp template**, type the **Phone number** with the country code, choose the **Template**, fill in the variables and press **Send template**. Inside a conversation, use **Send a template**. > If the WhatsApp number isn't connected, your reply is logged in Vuela but never reaches the customer. The inbox warns you above the text box. **Not using Vuela yet?** Try it free for 14 days, no card. [Try it free](https://crm.vuela.cloud/register?plan=monthly&lang=en) --- Sell the dream of travel. Vuela handles the rest. [14 days free, no card](https://crm.vuela.cloud/register?plan=monthly&lang=en) · [Log in](https://crm.vuela.cloud/login) · [Pricing](https://vuela.cloud/en/pricing.md) · [Blog](https://vuela.cloud/en/blog.md)